PLUS THE INDUSTRY CELEBRATES AT TRAVEL DAILY'S STILL STANDING CELEBRATION
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DECEMBER 2021/JANUARY 2022
PLUS THE
INDUSTRY
CELEBRATES
AT TRAVEL
DAILY’S STILL
STANDING
CELEBRATION
Find your expedition cruise at
CONTENTS
hurtigruten.com.au
COVER STORY
16
Hurtigruten
ANTARCTICA
Digital
Magazine 16 Taking travel back to
the future
The pandemic has drastically
changed life as we once knew
it. While it’s too early to predict
how long the nasty imprint of
COVID will last on the souls of
An exploration of the frozen continent humans, what is clear is that
there will be changes in the way
with Australian Geographic and many people do business, and
the travel sector is no exception.
Hurtigruten Expeditions. Adam Bishop investigates what
will stay, and what will change in
how the travel industry functions
in a post-pandemic world.
MONTHLY
02 State of the industry
06 Issues and trends
16 Cruise
26 Last word
COLUMNS
12 22 02 From the publisher
Antarctica
08 AFTA View
10 CATO View
& Falklands 25 CLIA View
Expedition
21 November 2022
The white continent Knowledge and wildlife
Australian Geographic and Our Expedition Team will be Hosted by David
Hurtigruten Expeditions have there to guide and enhance Haslingden, owner of
partnered to offer guests this everything guests see and Australian Geographic
once-in-a-lifetime opportunity. experience, sharing their
As a travel experience, nothing insights on geology, climate
compares to Antarctica. change, polar history, and The sustainable choice
Here, the elements rule and the unique wildlife of whales, World’s first hybrid-
exploring this vast, white seals, seabirds and penguins. This month’s contributors
continent will seem daring and Antarctica awaits.
powered ships and
extreme to many. And that’s lowest CO2 footprint Dean Long, Brett Jardine, Joel Katz
exactly why guests will want of all expedition
to go. voyages to region Image bottom right: Richard Fain steps down as Royal Caribbean Group CEO
Active exploration
Guests won’t simply wave
Additional inclusions
at Antarctica from the ship and exclusives EDITORIAL ADVERTISING
National Sales Manager
Suite 1, Level 2, 64 Talavera Rd
Macquarie Park NSW 2113 Australia
Editor in Chief and Publisher – Bruce Piper
as they sail past it. Instead, Lisa Maroun PO Box 1010 Epping NSW 1710 Australia
they’ll join our experienced
$12,317*
16 days From Circulation Editorial and Production Manager – Ph: 0405 132 575 or 02 8007 6760 Tel: 1300 799 220 (+61 2 8007 6760
cruise only Anna Piper lisa.maroun@travelbulletin.com.au
Expedition Team to go on travelBulletin has an average
readership of Ph: 1300 799 220 or 02 8007 6760
landings ashore, on small anna.piper@traveldaily.com.au ART www.travelbulletin.com.au
boat cruises in the area, and 12,700 Design – Sarah Beyer, Anna Piper,
travelBulletin is part of the
Book now
Editorial team – Myles Stedman, Adam Emily Nunell
on optional activities like Bishop, Bruce Piper
Business Publishing Group
family of publications
kayaking, snowshoeing Google Analytics data Aug 2020 - Dec 2020
Publishing Director – Jenny Piper
and maybe even camping.
*Terms and Conditions apply. Visit hurtigruten.com.au for full terms and conditions. travelBulletin DECEMBER 2021/JANUARY 2022 1
STATE OF THE INDUSTRY
that will help consumers
From the EMERALD’S OFFICIAL LAUNCH
THE truism “there’s always This mind-boggling policy plan their next holiday and
someone worse off than you” confirms the a clear anti-tourism ensure they are aware of their
publisher
is usually cold comfort, but and anti-growth stance of Ardern rights, especially when travel
incredibly has this month and her cronies, who have also services have been cancelled,
become true for the bludgeoned decided that now is the perfect and what they need to
Bruce Piper Australian tourism industry. time to increase border levies. consider before booking their
We may be beaten and Talk about kicking an industry next trip,” Anderson said.
battered, but spare a thought - which by the way is a mainstay
for our Kiwi cousins who have of the Kiwi economy - while McGrath to Crown
been told it will be at least it’s down! And to add insult
another five months until to injury, the reopening plan ACCOR Australasia will
they are able to welcome any leaves the country’s formerly see the end of an era next
international visitors. vibrant tourism sector in limbo, February, when the hotelier’s
While her empathetic by allowing fully vaccinated long-time CEO Simon McGrath
approach to several pre-COVID Kiwis to leave the country and as the new Crown Resorts THE Scenic Group formally debuted its Emerald
crises garnered strong overseas return from Australia without Group Head of Hospitality and Cruises brand in Australia last month, in the lead-up
support for New Zealand Prime quarantine from 16 January, CEO of Crown Sydney. to the launch of Emerald Azzurra, the brand’s first
MInister Jacinda Ardern, the and then from anywhere else in McGrath currently has superyacht which is set to being cruising in early 2022.
situation seems to not be so the world from 13 February. responsibility for almost 400 The vessel recently completed her sea trials after
rosy for her at home where As several commentators hotels across the Asia-Pacific a hand-over from the Ha Long Bay, Vietnam shipyard
region, with 18,000 staff, where sister ship Emerald Sakara had her keel laid
“
a rising tide of anger at her have noted in recent days,
increasingly incomprehensible that is certain to mean that with his new role including early in November.
isolationist policies has left the domestic travel, which until now the Crown Towers Sydney Azzurra will cruise the Mediterannean, Adriatic and
industry in despair. had been somewhat supported hotel with 349 rooms, luxury We are Red Seas, while Sakara will be deployed on the Black
We may be frustrated at the by strong local demand from residences, retail outlets, pleased Sea and Indian Ocean itineraries once she joins the
pool, spa and conferencing collection in 2023.
haphazard way Australia’s New Zealanders keen for a
facilities as well as an array to have Pictured at the launch event are Creative Cruising’s
reopening plan is progressing, holiday after being locked up for
but it must be said we are so long, is once again being left of premium restaurants. attracted Carina Mullins, Emerald Cruises’ Emma Davie, and
streets ahead of the situation out in the cold, because anyone As Group Head of such a Julie Jones from First Class Travel.
across the Tasman, where with an itch to travel will be out Hospitality at Crown he
Ardern has responded to of there like a flash - with no will “play a strategic respected
industry pleas for certainty by corresponding inbound visitation advisory and leadership industry
announcing that international to fill the gap. role,” covering all three leader to went into hiatus during conducted by Webjet using
tourists - including Aussies - will You have to feel sorry for Crown Resorts properties the early stages of the Trip Ninja’s technology
Crown
”
not be welcome in NZ until May! anyone trying to promote Kiwi in Melbourne, Sydney and pandemic, will now relaunch had shown “material price
Not only that, they will then tourism, because with policies Perth, with Crown Resorts operations with Webjet’s reductions,” according to
have to spend seven days in like this it must be like trying to MD Steve McCann saying backing, implementing Webjet CEO John Guscic,
Steve McCann,
self-isolation before being able fight a boxing match with one “we are pleased to have its multi-city flight search who said “we believe it will
Managing
to begin their NZ holiday. hand tied behind your back. attracted such a respected Director, technology to “show the play a key role in helping
industry leader to Crown”. Crown Resorts consumer pricing options grow our share of the
what could only ever be international flights market”.
Webjet agent tech buy surfaced manually by a very
IN NSW Terms & Conditions push cancellations, refunds and credits, processing
fees and any other important exclusions. WEBJET has confirmed the
experienced travel agent”. NTIA to return
BRIEF AFTA has been working closely with the Trip Ninja’s FareStructure
NSW Minister for Better Regulation, Kevin acquisition of Canadian THE National Travel Industry
NSW Government over the development of product automates the
Anderson, noted ongoing collaboration with travel tech startup Trip Ninja, Awards will once again
a new information standard, aiming to help combination of fares from
the Australian Federation of Travel Agents and adding it plans to use the take place in 2022 after a
consumers easily understand their rights if carriers without a codeshare
other key industry players, with an associated technology exclusively in the two-year hiatus, AFTA has
they need to cancel or defer travel. Under deal, while FlexTrip reorders
‘Look Before You Book’ campaign to remind Asia-Pacific region to enhance confirmed, with the event
the initiative, key terms and conditions of a multi-stop itinerary to
consumers to carefully consider the terms the offerings in its local online now scheduled for 15
contracts are required to be laid out, explicitly deliver a better price.
and conditions when making travel plans. travel agency business.
specifying what happens in the event of Pricing comparisons
“The campaign includes a simple checklist Trip Ninja, which actually Continues over page
2 travelBulletin DECEMBER 2021/JANUARY 2022 travelBulletin DECEMBER 2021/JANUARY 2022 3
STATE OF THE INDUSTRY
Continues from previous page month ramped things up “double up” on points
DATA ROOM
“
with the introduction of a earning in both programs
October 2022. AFTA CEO new “Green” tier to the simultaneously for flights
Dean Long said the event
would have “a new approach
program, alongside the AFTA is and hotel stays. MAIN DOMESTIC ROUTES VISITOR ARRIVALS RESIDENT RETURNS
more familiar Bronze, Top 10 domestic Top 10 destinations, September 2021 Top 10 destinations, September 2021
bringing a strong focus on pleased to
Silver, Gold, Platinum and Virgin all on deck city pairs, September 2021 Country of Sep Sep Sep change - Country of stay Sep Sep Sep change -
our people and businesses”. Platinum One levels. The confirm that City pair Passengers Passengers % change
residence 2019 2020 2021 original
Aug 21/
2019 2020 2021 original
Aug 21/
The gala night will new Green membership tier VIRGIN Australia has
take place at Sydney’s NTIA will be returned all of its stood-
YE Sep 20 YE Sep 21
(000) (000) Afghanistan 80 0 470
Sep 21
+240 USA 95,180 750 870
Sep 21
+270
“is designed to educate,
International Convention encourage and reward the back on 15 down workers as well as Brisbane-Cairns
Brisbane-Townsville
823.7
614.7
972.0
668.2
+18.0
+8.7
UK
Vanuatu
41,300
1,880
430
170
380
360
-160
-410
UK
Japan
73,830
30,860
1,080
130
590
500
+30
-690
Centre, with Long adding airline’s 13 million frequent October 2022 launched a recruitment Brisbane-Mackay 482.7 514.3 +6.5 India 32,020 210 310 -80 PNG 8,060 390 350 +40
that “it’s important we flyers for everything from drive for 600 more staff, Adelaide-Brisbane 497.6 432.8 -13.0 Singapore 36,260 190 310 -50 India 22,950 440 250 -160
come together to celebrate offsetting their flights,
with a new as it strives to maintain a
Karratha-Perth 302.6 395.9 +30.8 Samoa 850 0 300 +180 New Zealand 110,950 940 230 -4,040
Broome-Perth 216.7 361.9 +67.0 Indonesia 15,760 60 290 +200 China 46,650 500 220 -30
and acknowledge the staying in eco-hotels, walking approach 33% share of the domestic Brisbane-Rockhampton 315.5 346.9 +10.0 USA 48,380 610 230 -160 Pakistan 2,220 70 190 +70
innovation, determination market within Australia.
bringing
Perth-Port Hedland 241.7 322.0 +33.2 Philippines 12,580 170 210 0 Unit Arab Emir 4,310 170 140 +60
to work and installing solar Newman-Perth 200.3 292.7 +46.1 China 98,990 200 130 -140 France 16,460 120 120 +50
and resilience of our people panels at home. CEO Jayne Hrdlicka also
and our sector”. He said The carrier claims the
a strong announced the expansion
Brisbane-Darwin
ALL CITY PAIRS
187.1
31,411.1
259.6
22,602.6
+38.8
-28.0
All visitors arrivals
Source: ABS
694,960 3,710 4,410 -1,830 All resident returns 992,820
Source: ABS
8,170 6,020 -4,290
the redesigned NTIA would move is a world first, focus on our of the VA fleet with seven Source: BITRE
be finalised in the coming additional Boeing 737s,
months with “extremely
with members required people and telling staff that having
to complete at least five
positive feedback” already businesses a one-third market share
”
sustainable activities
from members, industry across six areas - flying, “enables us to continue -8
8.
partners and the AFTA Board. travel, lifestyle, sustainable to deliver the right mix
-90.3%
9%
Dean Long, of destinations with high DOMESTIC AIR MARKET
purchases, reducing impact CEO, AFTA September 2021
QF loyalty push and giving back - each year frequency to support
to achieve Green tier status. both our business and Sep 20 Sep 21 Growth % Year end Year end
Growth -9 3
QANTAS has been working .4 %
The initiative followed the leisure guests”. Sep 20 Sep 21 %
hard on its Qantas Frequent She noted the addition of
Total pax carried 0.70m 0.99m +42.1 31.41m 22.60m -28.0
formal commencement of Revenue pax km (RPK) 0.80bn 1.27bn +59.6 36.29bn 26.41bn -27.2
Flyer program to maintain 12 new domestic VA routes
an agreement with Accor Available seat kms (ASK) 1.42bn 2.32bn +63.1 47.80bn 42.26bn -11.6
-95.2
engagement despite low since September, as well as Load factor (%) 56.1 54.9 -1.2* 75.9 62.5 -13.4*
which sees members of -9
4.3
levels of flying during
%
Aircraft trips (000) 16.0 20.7 +28.7 374.2 348.4 -6.9
the Qantas and Accor the pending restart of flights *Percentage points difference
%
the pandemic, and last to Fiji, Bali and New Zealand.
loyalty programs able to Source: BITRE
-7 8
.3 %
-70.1% -75.
0%
-84.7%
-85.9%
INTERNATIONAL AIR MARKET SHARE
Share of passengers carried – September 2021
HEADLINES Others, 15.1%
Singapore Airlines, 21.8%
INTERNATIONAL AIR ROUTES
Top 10 city pairs, year end September 2021
01 Nov Singapore gets the nod 09 Nov Siteminder floats on ASX China Eastern Airlines, 2.8% City pair Passengers YE Passengers
Sep 20 YE Sep 21
% of total % change
21/20
02 Nov TGA ticks more vaccines 11 Nov Savenio revamps model Air Niugini, 2.8% Auckland-Sydney 814,833 124,382 10.6 -84.7
Delta Airlines, 3.0% Auckland-Brisbane 463,535 100,652 8.6 -78.3
03 Nov More value for QF loyalty 12 Nov nib reboots insurance Auckland-Melbourne 641,358 90,358 7.7 -85.9
04 Nov Hawaii drops restrictions 15 Nov $1.8b JobKeeper for industry Etihad Airways, 4.8%
Los Angeles-Sydney 439,273 42,476 3.6 -90.3
Singapore-Sydney 730,119 41,262 3.5 -94.3
04 Nov Costsaver launches in Oz 17 Nov FCTG appoints new global leisure MD Auckland-Gold Coast 158,704 39,613 3.4 -75.0
Doha-Sydney 301,649 33,371 2.9 -88.9
05 Nov Give the gift of travel 18 Nov VA to add seven 737s to fleet Cathay Pacific Airlines, 4.9% Qatar Airways, 19.0%
Auckland-Perth 101,260 30,280 2.6 -70.1
06 Nov Australia reaches 80% double vaccination 19 Nov Travelex eyes growth plan United Airlines, 5.3%
Singapore-Brisbane 447,950 29,488 2.5 -93.4
Singapore-Perth 571,325 27,221 2.3 -95.2
08 Nov AFTA confirms NTIAs for 2022 22 Nov TravelPay rewards agents Top 10 City Pairs 4,670,006 559,103 47.9 -88.0
China Southern Airlines, 5.9%
Other City Pairs 15,468,969 608,980 52.1 -96.1
08 Nov Bid cleared for take-off 22 Nov QF announces MEL-DEL Emirates, 14.6% ALL CITY PAIRS 20,138,975 1,168,083 100.0 -94.2
09 Nov McGrath leaves Accor 23 Nov Youth tourism to return Source: BITRE Source: BITRE
4 travelBulletin DECEMBER 2021/JANUARY 2022 travelBulletin DECEMBER 2021/JANUARY 2022 5
ISSUES & TRENDS Image: Destination NSW
RTO 90003 | CRICOS 00591E | HEP PRV12049
SITEMINDER
AFTA VIEW
BUOYED BY IPO Dean Long, Chief Executive Officer,
Australian Federation of Travel Agents
THE stocks of Sydney-based tech company
SiteMinder continue to grow, last month I CAN’T tell you how many times I have rewritten
revelling in an oversubscribed Initial Public this column this month. Each and every time I
Offering on the ASX. thought I was finally in a position to put it to bed,
The enthusiasm for the hotel commerce something else would happen.
platform’s floatation delivered the company The news that Omicron is here is not unexpected
$627 million in new capital, with notable but it is extremely disappointing to be back on the
investors including AustralianSuper, Ellerston border closure rollercoaster again. The cumulative
Capital, Fidelity International and Pendal Group. effect of border closures and travel restrictions
Servicing the hotel sector with a range of both here in Australia and right around the world
digital services such as channel management, continues to kneecap client confidence.
transactions, website building and booking Our focus at AFTA over the past six months has
engine optimisation, been to reinforce the critical need for ongoing
SiteMinder CEO Sankar support for our sector until at least the middle of
Narayan believes its next year. As the Federal Government moved into
“
current growth trajectory its election mode, we needed to be confident that
is to some degree our final push for support from this Government was
...its current attributable to hotels targeted appropriately within their policy priorities.
needing to transform We have continued to engage regularly with
growth digitally faster than they Tourism Minister Dan Tehan and, importantly, Chair
trajectory is to ever have before. Tom Manwaring and I recently met with Deputy
“The need for
some degree technology like
Prime Minister Barnaby Joyce and a number of
other key National MPs including Member for
attributable to SiteMinder’s hotel Cowper Pat Conaghan who has been and remains
hotels needing commerce platform is one of the biggest supporters of travel agents.
of substantial relevance
to transform It is now clear that sector support is no longer
as hotels have had
digitally faster to digitally transform
the preferred approach by the Government, and this
unfortunately includes Round 3. The Government’s Pursue your passion for travel.
than they ever with haste [during the
Connect others to their destination.
primary focus is revitalising the Australian economy
pandemic], while adjusting through skills and workforce development. We must
have before
”
to their customers’ pivot to advocate on this issue and ensure the
changing needs and Travel Sector receives additional support.
behaviours,” he said. This month had already seen our advocacy widen Study Travel and Tourism.
Listing under the ticker to include this focus. The ongoing development of
code “SDR”, SiteMinder’s the skills along with the urgent need to attract and
shares were offered at $5.06 each at the IPO, At TAFE NSW, we’re excited about the future for travellers. Whether you + Certificate III in Tourism SIT30116
retain people in Travel is a critical conversation
raising its overall market capitalisation to $1.36 want to help someone plan their gap year, rediscover the world or just enjoy + Certificate III in Travel SIT30216
already underway with Government.
billion and positioning the business to pursue a weekend getaway, TAFE NSW has the travel and tourism course you need + Certificate IV in Travel and
Our ask is for a support package of an
further expansion activities in what is describes to make the road less travelled, well travelled. Taught by industry-expert Tourism SIT40116
additional $130M plus any remaining funds which
as “the large, unpenetrated hotel market of more teachers, our nationally recognised courses will give you the hands-on skills + Certificate IV in Guiding SIT40216
we understand is around $60M from the COVID- you need for a fulfilling career. The journey of a thousand miles begins with a
than one million accommodation providers”. 19 Consumer Travel Support Grant program. Our + Diploma of Travel and Tourism
single step: make the right one, with a TAFE NSW Travel and Tourism course. Management SIT50116
The business has enjoyed a strong financial focus will be funding for a skills retention and
performance in recent times, recording a total attraction package to deliver to ensure the Sector Semester 1, 2022 courses are now open for enrolment but they are filling fast,
revenue of $101 million for the full financial has the skills employees it requires. We have so don’t miss out.
year 2021, representing 32,000 hotels across issued an updated member toolkit to help our
150 countries - the majority of which are members help us in this push for support.
outside of the Asia Pacific. tafensw.edu.au
131 601
6 travelBulletin DECEMBER 2021/JANUARY 2022
ISSUES & TRENDS
Guests were
greeted by
Hawaiian
dancers - and
a very welcome
Hawaii-themed
cocktail.
TravelManagers’ Michae a
l Gazal, Tania Myles and Ethan Larkin, Ramon Drew, Keir
Grant Campbell. The irrepressible Viking team of Mog grid ge and Lee Siefken.
Palo , Jane
Smith, MIchelle Black, Julie de
Anita Andonovska from itravel Carlingford in NSW
took home the Hawaii prize including Hawaiian
Airlines flights and a Norwegian Cruise Line
WE’RE STILL STANDING!
cruise. She’s pictured with NCL’s Vanessa Green.
THE Australian travel industry shook off the Cruises, Scenic Luxury Cruses & Tours and
cares, concerns and cobwebs of the last Viking Cruises.
20 months on 30th November with a gala Although all of the sponsors were a vital
gathering in Sydney for the first ever Travel part of the night’s success, special mention
Daily “Still Standing Celebration”. should go to Viking Cruises which as well
Almost 400 travel agents, suppliers as bringing along some of their very own
The Princess
In honour of the “Still Standing” theme of the night, Liz Ellis and Monique Monsees and industry stakeholders took part in the Norse warriors awarded lucky door prizes not Cruises crew
from Cherrybrook Travel brought along their own Elton John glasses, and Business highly anticipated event - many travelling just to the travel advisors present, but also clearly pulled
Publishing Group publisher Bruce Piper was more than happy to join in the fun. out all stops to
from interstate where border restrictions a $1,000 gift card to a supplier “because glam up for the
permitted - which was able to take place usually suppliers don’t get to win anything”. event: Lillian
thanks to the generous support of key It was the first opportunity to get together Canedo, the
dapper Julian
sponsors including CVFR Consolidation since the start of the pandemic, and De Carlo, Chloe
Services, the Globus Family of Brands, revellers eagerly embraced the moment, Jones and Nick
Ferguson.
Norwegian Cruise Line, Celebrity Cruises, commiserating, congratulating and
Regent Seven Seas Cruises, Oceania celebrating the industry’s indomitable spirit.
Megan Catterall from
iTravel,
Donna Sheather from
iTravel
and Karen Robinson fro
m
MTA Travel.
Gareth Evison from Cruise1st, Norwegian
Cruise Line’s Damian Borg, Lance Dye
Carnival Cruise Line and Andrew Best of
from Hawaiian Airlines.
Stan Scott from Helloworld Travel Limited with the Scenic
team of Anthony Laver, Emma Davie and Liz Brumpton. Ram Chhabra from CVFR Travel Group gave an inspiring,
thoughtful speech to encourage the industry.
8 travelBulletin DECEMBER 2021/JANUARY 2022 travelBulletin DECEMBER 2021/JANUARY 2022 9
ISSUES & TRENDS
PCR TEST EARNINGS
VA READIES FOR CATO VIEW
TAKE-OFF Brett Jardine, Managing Director,
Council of Australian Tour Operators
AFTER a bleak two years for the brand, THE last 18-months have been extremely
Virgin Australia was finally able to inform challenging for all of us. Whilst difficult, this time
the market about some positive news last has allowed CATO to reflect on the needs of the
month, announcing that all of its staff would land-supply sector which will ensure a sustainable
be stood back up from 01 December as it future focused on supporting customers and our
prepares for a major upswing in air travel. travel agent partners.
On top of the retained staff, VA also The land-supply sector is the lifeblood of the
revealed it is currently on the hunt for an Australian domestic and outbound leisure market,
extra 600 roles across the business, as with CATO members being the organisations that
the airline locks its sights on retaining at take the risk to invest in, develop and distribute
Blue Powder founder Michael Cohen
least 33% of the domestic market share. quality product that enables Australians to travel
One year on from being bought by safely around the world. With this in mind, our
private equity company Bain Capital, VA advocacy efforts in lobbying government continue, TRAVEL agents have the chance to between $145 and $198 Agent commissions will be
is now looking to ramp up its capacity to and will remain as a priority to ensure our earn commissions on their clients’ per person. received within two weeks of
compete with rival Qantas, detailing plans members are here for the long-haul. PCR tests through a new division While there are other COVID processing the booking, while
to purchase seven Boeing 737NG aircraft With green shoots of excitement now emerging of Blue Powder Travel. testing providers on the market, the results of the test are also
in line with a broader growth strategy to around leisure travel, we are hearing reports Called Covid Test, the service Blue Powder’s founder Michael speedy for clients and are
significantly increase its 737 fleet. of a new breed of customer, that has typically allows travel advisors to sign up Cohen said his service caters provided via email within 24 hours
“This fleet growth underlines the made their own leisure travel arrangements, now online and be provided with a specifically to the needs of of taking the test.
confidence have in the future of our seeking the guidance and support of experts that booking number for a COVID test travel agents. At this stage the service
business and the industry generally, VA are based here in Australia. CATO members, with appointment which can be easily “Our company specialises is only offered in Sydney,
CEO Jayne Hrdlicka said, adding that the support of travel agents are well placed to sent through to clients. Testing in testing for travel purposes Newcastle, Melbourne and
its outlook is being spurred on by rising provide consumers with first-hand knowledge and can take the form of drive-through only, meaning we are focused regional Victoria, with Blue
vaccination rates, borders reopening and guidance from destinations around the world and clinics, priced from $115 per on ensuring customers and Powder Travel revealing
demand for air travel returning. encourage a “keep-it-local” approach by supporting person, or alternatively travellers travel agents get the right test intentions to expand to Brisbane
Virgin will resume short-haul international Australian businesses as we re-build our industry. can choose the option of home at the right time with confidence before the end of the year and
services from this month, starting with Fiji As consumer confidence returns, there has delivery with a fully certified and reassurance to travel other Aussie cities as flights
on 16 December and followed by Bali and been (and will continue to be) a renewed focus on pathology collector kit, ranging from internationally,” Cohen explained. increase in the future.
New Zealand after that. booking terms and conditions as travellers seek
a greater level of comfort before handing over
their savings for future travel arrangements. At
the onset of COVID there was a heavy focus on
T&Cs from government (ACCC) and it was clear
a greater level of consistency was required from Become a Northern
Territory Expert
organisations within our membership group.
With this in mind, CATO completed the roll-
out of our Industry Standard Booking Terms and *
For registration and eligibility visit
trade.northernterritory.com
Conditions (T&C’s) last year, that the majority of
members have now adopted. We recently finalised
an update to these T&Cs based on further learnings
Win one of two NT holidays valued at $5,000*
and expectations aligned with Australian Consumer Join our live webinars
Law. Coupled with expertise from our legal partner
and travel law specialist, this has ensured CATO Tues 7 Dec
11am (AEDT) | 9.30am (ACST) | 10am (AEST)
members now have a greater knowledge and
understanding of their legal responsibilities. Wed 8 Dec
©Virgin Australia 1pm (AEDT) | 11.30pm (ACST) | 12pm (AEST)
Register now
10 travelBulletin DECEMBER 2021/JANUARY 2022
ISSUES & TRENDS
TRAVELEX READY TO REFUND
FEW industry verticals have been locations so the question is how Travelex will be investing in crypto
more adversely impacted by the do we power more Australia Post currency services, with Australia
pandemic than travel-focused services,” Brown added. selected as a key experimental
currency exchange companies. While the company’s market to launch new products.
The story for Travelex is no standalone stores have taken a “It’s a very relevant
different, with the company’s hit globally, Brown said that in conversation that’s actually
sales plummeting to meagre Australia it would be examining happening right now, in Australia
volumes during the global travel ways to grow its physical we have received board approval
shutdown and collapsing into footprint as well in areas like to explore crypto currency…
administration in August last year. airports and shopping centres to so we’re now actually actively
However, under a restructured take advantage of the predicted speaking with partners about
ownership model things are upswing in traveller demand. how it can be part of Travelex,”
looking much brighter for Travelex, “Where we see a gap in the Brown said.
with the company’s Managing market, we want to be there to “There’s a lot to learn and
Director for Australia and New fill it – both online and offline,” we want to try and make it as
Zealand Darren Brown telling Brown confirmed. easy as possible for consumers
travelBulletin that the business Another focus for the company to understand and how the
is poised to take advantage of will be to innovate in the trade can work and I believe
a wave of travel confidence, and digital sphere, with the first this is just the start of what will
it has its eyes firmly set on the manifestation of that effort to become business as usual for
Australian market. result in new click and collect Travelex and become part of the
“We plan to expand in a services for Australian travellers digital wallet,” he added.
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12 travelBulletin DECEMBER 2021/JANUARY 2022
ISSUES & TRENDS
THE NEW DIGITAL JOURNEY WORLD MENTAL HEALTH DAY AND SELF CARE
TRAVELLERS arriving into Australia by a real person and to avoid
from this month will be the first attempts to defraud the system. By Tim Hoopmann A GOOD NIGHTS SLEEP • Setting boundaries around my
to experience the country’s new The first version of the DPD will work time keeps me focused
Digital Passenger Declaration come into use this month, and WORLD Mental • 8 hrs work best for me, and I
(DPD), an innovative government will replace the Australian Travel Health Day – 10 wake refreshed. SHARE
platform which aims to provide a Declaration which was introduced October – was • Winding down prior to sleep • This really helps me to offload
single source of data to smooth recently to collect data on the a day for global by disconnecting from my tech and talk about issues
the inbound journey. COVID-19 vaccination status of mental health devises has a positive impact • I find having a mentor or coach
The initial phase of the program incoming passengers. education, on my sleep is a great benefit and allows
was unveiled to AFTA members Adults will be able to add awareness, me to share with them and this
during a webinar last month, children to their DPD, and the first and advocacy. It challenges EXERCISE IN THE AM lessens the burden on family
with an Australian Border Force time it is used, the app will enable perceptions about mental illness or friends
spokesperson confirming the the saving of vaccination and and encourages everyone to • This energises me for the day and
system would replace the incoming profile information for look at mental health in a more helps make me more resilient to
reuse on future trips. what is coming my way SPEND TIME WITH YOUR
passenger cards currently required positive light.
to be completed in-flight by all Initially the details of an 1 in 5 Australians are affected by • It sets up my day for success LOVED ONES
incoming passengers. approved DPD will have to mental illness annually, yet many • The most important part of my
The system is not mandatory, but be shown to check-in staff, but a don’t seek help because of stigma. USE POSITIVE WORDS everyday
will help simplify the collection and further upgrade scheduled Self-care is any activity that we do
• I always get a much better • Spending time together makes
dissemination of passenger data, for March aims to integrate the deliberately in order to take care of
response when I start with life worthwhile
which is currently used in various sending of passenger health and our mental, emotional, and physical
vaccination status directly to airline a positive
forms by about 50 government health. Good self-care is key to IT MIGHT seem hard to focus on
departure control systems. • Positive words create positive
organisations. improved mood and reduces stress. mental health and wellbeing at this
Border Force plans to deploy energy for me. Then I find those
The DPD application will be It is key to a good relationship time but prioritising this is more
additional liaison staff at key around me then react more
available on a website as well as with self and others. important than ever. Every day it is
airports around the world to constructively
via a smartphone app on both iOS important to take time to reflect on
facilitate the rollout of the DPD,
and Android platforms, with the WHERE DO YOU BEGIN? SET A START & END TIME yourself. Think about how you are
app version having the ability to while various options are being
feeling and if there are things you
automatically populate fields by considered for checking by exit 1. Stick to the basics. Focus on EACH DAY could do differently to take care of
reading the chip in ePassports. marshals in airport arrival halls, activities that work for you.
• Staying late doesn’t give me your wellbeing.
A “liveness test” is incorporated including printing a QR code on Get these right and you are
time to relax and unwind Ask for help early and remember
to ensure the app is being used SmartGate tickets. off to a great start. you are not alone.
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COVER
The pandemic has changed many aspects
T
he travel sector has in no way escaped
of life for people. Some of us have reported upheaval from the pandemic, in fact,
feeling traumatised by incessant lockdowns, some argue it has been at the coalface
more fearful of crowded spaces and showing of the COVID-related turbulence, with
more concern for the cleanliness of the the movement of people brought to a
places we visit. While it’s too early to virtual standstill. But with travel finally starting to
predict how long the nasty imprint of COVID ramp up again and vaccination rates in many parts
of the world inching us closer to herd immunity,
will last on the souls of humans, what is
the question of how the sector will evolve as a
clear is that at least in the short-term future,
consequence of the prolonged shutdown looms
there will be changes in the way many large in the minds of people left to pick up the
people do business, and the travel sector is pieces from the once-in-a-century health disaster.
no exception. ADAM BISHOP investigates.
16 travelBulletin DECEMBER 2021/JANUARY 2022 travelBulletin DECEMBER 2021/JANUARY 2022 17COVER
Vaccination against COVID-19 has Travel agents in this new era of travel are now required to be experts on everything Navigating the requirements of travel in this new world is more difficult than
made a way forward for travel. from accommodation and flights to COVID testing and quarantine requirements. ever for consumers, making the role of the travel agent more vital than ever.
For travel agents in particular,
the impact of COVID was both
immediate and disastrous. Many
scenes to ensure that their travel
arrangements are well thought
out and will run smoothly, and
“
With constantly
countries are issuing ever-changing
rules about such things as vaccine
certification, PCR testing, and
expertise with clients.
“The role of travel agents will be
key to suppliers rebuilding following
“
Travel agents need
worked around the clock to deliver that they will have all the support moving mandatory health insurance, the pandemic as an important to be across a lot
refunds for scuttled travel plans, they need if things do go wrong,” making travel planning a minefield channel to ensure travellers are
often dipping into their own cash Mayo said, adding that clients goalposts, for people to navigate,” the well informed about the health,
more information
reserves to look after clients while will be really looking to agents for clients will want company’s General Manager Kelly safety and entry processes for about health
money was tied up downstream their knowledge on each country’s to be reassured Spencer explains. each country visited. Consumers requirements in
with suppliers. And while there health requirements to provide “That is why having a travel will rely heavily on travel agents for
was much written by experts them with confidence in their ability that they are agent by their side has become so this information and travel agents the post-COVID
during the last two years about to travel safely. ahead of the important, we’ve made it a priority will lean on suppliers for the most era of travel,
the apocalyptic future of advisors, “With constantly moving
game and won’t to become experts in this stuff and up-to-date and relevant details different countries
the weeping and gnashing of teeth goalposts, clients will want to be go to great lengths to stay up-to- in this everchanging landscape,”
has started to subside in the face reassured that they are ahead of face any nasty date so we can decipher it all for CATO told travelBulletin. are issuing ever-
of a resurgent traveller-need for the game and won’t face any nasty surprises along our customers.” “As the pandemic has evolved changing rules
expertise, as restrictions start surprises along the way - this can Spencer also points out that and many travellers have been about such
to roll back in a complicated and provide a real point-of-difference
the way - this this need for advice is starting to impacted by COVID, there has
piecemeal fashion. with OTAs and booking directly with can provide have an impact in the all-important been an evident shift in travel things as vaccine
The evolving situation represents airlines online,” Mayo added. a real point- millennial demographic, a segment agents ensuring they are fully certification,
a big opportunity for agents to The view is similar at Flight that has historically opted to abreast of their suppliers’ terms
make up ground, TravelManagers Centre, which has spent the of-difference organise travel online without the and conditions, should travel be
PCR testing, and
Chairman Barry Mayo believes, last couple of months talking with OTAs and help of an agent. disrupted. Suppliers vary with mandatory health
with travellers now more acutely up the need for travel experts in booking directly Meanwhile most suppliers are how they do business, and hence insurance, making
aware of how plans can go wrong the dynamic COVID environment also predicting that travel agents travel agents are now being more
when they decide to plan trips off overseas – particularly through its with airlines will play an increasingly important mindful of who they work with. The travel planning a
their own bat. newly-created “There’s nowhere we online role in the rebuild of the travel pandemic has set operators apart, minefield for people
” to navigate
“A consequence of the pandemic haven’t been tagline”. industry as a whole, with the determining which ones have
”
is that there is a much greater “Travel agents need to be Council of Australian Tour Operators a strong trade focus and trade
awareness among many travellers across a lot more information Barry Mayo, (CATO) suggesting advisors will ethics to those who are consumer-
of the importance of having a about health requirements in the Chairman, possess a “stronger drive” now driven. This is a key change which Kelly Spencer, General
travel expert working behind the post-COVID era of travel, different TravelManagers more than ever to demonstrate their has shifted who travel agents Manager, Flight Centre
18 travelBulletin DECEMBER 2021/JANUARY 2022 travelBulletin DECEMBER 2021/JANUARY 2022 19COVER
choose to support and why,” the value, they will continue to get a network of resellers.
“
The post-pandemic relationship between airlines and the trade is yet to be fully
group added. determined, particularly in light of some airlines, such as Qantas, cutting agent slice of the margin. “We are committed to creating
APT Travel Group is at least base commission in recent months. ©Qantas TravelManagers’ Barry Mayo is strong partnerships that benefit
one operator which agrees with …there has one travel leader who also remains both parties. The challenge,
this sentiment, moving forward fairly unperturbed by the prospect as with any negotiation, is to
its business model to align even
been an evident of airline commissions dropping, understand the commercial drivers
closer to the trade following shift in travel stating agents would “remain a great for each party and identify how
the fallout of COVID, labelling agents ensuring asset” for airlines in the future. best to work together to achieve
its relationship to advisors as “Individual airlines will make mutual success,” the airline said.
“critically important” in its quest to
they are fully decisions that are unique to “Reducing cost is just one part
rebound from the pandemic. abreast of their their business circumstances, of the equation, collaboration
“Combining our resourcing suppliers’ terms their service offering and the is equally as critical to help the
and expertise is the only way to effectiveness of their distribution industry recover quickly. We do not
service our valued guests and we and conditions, and it is too early to suggest all see that collaboration diminishing…
expect travel agents will be in high should travel be airlines will follow suit,” Mayo said. significant effort goes into
demand and appreciate the new disrupted. “We are not expecting a material understanding what customers want
”
complexity to consulting, so we are difference in the way agents and ensuring we are able to deliver.
focussed on providing the support and airlines work together post To that point, the best incentive is
required to position our partners as CATO Millennials have historically opted to organise travel online, but an increased pandemic. Agents will be looking to repeat business. I believe those
experts,” the company’s General need for expert advice on travelling in a post-COVID era, may see this airlines to provide clear information businesses which place customer
Manager of Sales Scott Ellis said. demographic heading to their local travel agent. on COVID safe protocols and satisfaction at the centre of all
Navigating the requirements of requirements, while airlines will be they do, will win, irrespective of
travel in this new world is more commencing July 2022. Labelled looking to agents to be advocates incentives or commissions.”
difficult than ever for consumers, by AFTA at the time as “very of their products and COVID safe
making the role of the travel disappointing” and “another travel,” he added.
agent more vital than ever.“Whilst unwelcome blow” to local travel Meanwhile Cathay Pacific
“
the core of our partnership and agents already suffering under explained to travelBulletin that
sales strategy will be focussed the weight of the travel shutdown, it is somewhat agnostic to the
on driving new business through the move caused a great deal argument of selling tickets through Individual
agents’ doors, we also need to of consternation in the agent agents or direct, because they both
focus on converting the enquiry. community, with many expressing represent valuable sales channels. airlines will make
In-store, virtual and our suite of concern the decision would set “We believe travel agents will decisions that
pre-recorded content are focussed a precedent for other airlines to continue to play an important role are unique to
on providing agents with the follow suit and reduce valuable as airlines and consumers navigate
knowledge required to convert all revenue streams. Seen by many the new travel landscape following their business
enquiries. We are proud to have industry observers as an attempt The relationships between suppliers and travel agents has evolved due to the the pandemic,” the carrier noted. circumstances,
maintained a 20-strong sales team to cajole the industry to migrate “The priority for airlines and
who are all ecstatic to be aligning from a commission model to a
pandemic. APT Travel Group is one supplier that is focussed on strengthening its
travel agents alike will be how
their service
relationship with travel advisors in the COVID rebound. ©APT
with our key partners driving service fee operation, the Qantas we can best serve the consumer offering and the
sales,” Ellis added. decision was followed by a moving forward. From Cathay’s effectiveness of
While the demand for agent similar reduction in commission perspective, it is important that our
expertise in the post-COVID era structure by American Airlines customers have easy access to our
their distribution
looks to be showing strong life only a month later. While some product via whichever channel best and it is too
signs, the picture is far more mixed have characterised Qantas as suits their needs, for some that early to suggest
when it comes to the relationship kicking agents while they’re down, may be via their travel agent, for
between airlines and the trade, others like Flight Centre have others that may be direct.” all airlines will
taken a more philosophical view, follow suit…
”
especially after Qantas announced When quizzed about agent
back in May that it would be with CEO Graham ‘Skroo’ Turner commissions specifically, Cathay
reducing base commissions previously espousing confidence said it remained open and flexible
on international flights sold in that ultimately the market would to arrangement that generated Barry Mayo, Chairman,
Australia from 5% to just 1% decide, and if agents are offering value for both the airline and its TravelManagers
20 travelBulletin DECEMBER 2021/JANUARY 2022 travelBulletin DECEMBER 2021/JANUARY 2022 21CRUISE
FAIN STEPS DOWN
ROYAL Caribbean Group (RCG) Solstice and Edge classes.
Chief Executive Officer Richard Fain Fain also oversaw the
(pictured) is stepping down after development of RCI’s highly
more than 33 years at the top of anticipated Icon class, to
Nurture
the company, with Chief Financial be introduced in 2023, and
Officer Jason Liberty named to Silversea Cruises’ Project
succeed him. Evolution, which will become the
Fain, who will continue as Chair industry’s first hybrid-powered
of the board of directors, is the ship when introduced in 2023.
third-longest-serving Chief Executive The outgoing CEO said with most
your return.
Officer among current S&P 500 of RCG’s ships operating, and a
companies and will serve his last full return to cruising approaching,
day as CEO on 03 Jan 2022. it was the right time to step down; Group, who have been the real
RCG under Fain’s leadership saw however, he will continue his drivers of our success; and my
the introduction new and distinctive involvement in the company’s ship profound appreciation for the
ship categories, including Royal construction program. support and guidance of the board
Caribbean International’s (RCI) “There are no words to express of directors during good times and
Sovereign, Voyager, and Oasis my admiration and appreciation to bad throughout this long period of
classes, and Celebrity Cruises’ the people of the Royal Caribbean sustained growth,” Fain said.
Celestyal signs with Cruise Traveller
Your Your Your
bookings deals are customers
CELESTYAL Cruises has joined the growing all-inclusive smaller ships.
Cruise Traveller stable of brands as a preferred “The Greek Islands are a well-known bucket-list
trade partner. The cruise line is locally led by Asia destination for Australians, but our value-added
Pacific Regional Manager Stuart Williams, and is
now scheduled to resume operations in Mar 2022
immersive cruises through these magical islands
may not be as familiar, so we’re very excited to are secure. amazing. love you.
in the Eastern Mediterranean using its two classic embark on this partnership with Cruise Traveller
ships - the 1,200-guest Celestyal Crystal and the so that we can welcome more Australians onboard
1,575-passenger Celestyal Olympia. than ever,” she said.
Celestyal’s Australian Business Development The move brings Cruise Traveller’s full
Manager Mary Williams said Cruise Traveller representation to 56 boutique, luxury and
Expedia TAAP,
was an ideal fit for the cruise line’s immersive, expedition cruising operators across the world.
we’ve got your back.
ENJOY TODAY
©Celestyal Cruises
www.expedia.com.au/taap
22 travelBulletin DECEMBER 2021/JANUARY 2022CRUISE
Esprit to Lindblad
UNCERTAINTY CONTINUES CRYSTAL Cruises confirmed
the sale of its 62-passenger
CLIA VIEW
Joel Katz, Managing Director
TO CAUSE CANCELLATIONS adventure yacht Crystal Esprit
to Lindblad Expeditions last
CLIA Australasia
month, with the Genting Hong SUCCESS OVERSEAS HELPS AUSTRALIA
AMID continuing uncertainty around the resumption unable to cruise from their doorstep until 2023, Kong brand saying the vessel
of cruising in Australia, P&O Cruises, Carnival however, they are all extremely popular ports “does not fit into future plans”. THE number of passengers who maintaining health and safety as
Cruise Lines and Silversea Cruises were forced to of call for ships on coastal or around mainland The TTC-owned cruise line have sailed in other countries the industry’s highest priority.
cancel additional sailings Down Under. Australia itineraries and will benefit from a confirmed it was the buyer in since cruising resumed last This will be essential as we
P&O Australia has cancelled its Adelaide, resumption in cruising, when approved.” its yearly financial report, as year has now passed four work towards resumption in
Fremantle and Cairns homeport seasons for next well as reporting next year’s million, providing strong Australia, ensuring that we
year, revoked cruises scheduled to call in Papua bookings were 51% ahead of evidence that our industry’s implement measures that not
“
New Guinea until Oct next year, and rescinded bookings for 2021 at the same Covid-19 measures are working. only work to prevent Covid-
the reposition sailing from Singapore to Cairns, point 12 months ago. Detailed health protocols 19 from boarding our ships,
originally scheduled to depart on 19 May. ... while we continue to and stringent testing and but also maintain precautions
vaccination requirements have on board and provide clear
All Carnival Splendor voyages are also cancelled up
to and including 04 Mar 2022, along with Carnival
make progress on our plan Around the world in allowed cruising to resume in response plans to isolate and
Spirit departures through until 06 Mar 2022. to return to service, there 155 nights more than 50 countries around effectively manage any cases
Meanwhile, voyages aboard Silver Muse will not is still no certainty when AZAMARA Cruises last month the world, including key regions that might appear.
operate, but Silversea has not given up on its in the Mediterranean, northern With Australia’s vaccination
overall local summer deployment.
cruise departures from announced a massive 155-night
Europe, the United States and rates inching higher and a strong
journey World Voyage aboard its
Australia can resume the Caribbean. track record from our industry’s
”
“While the Government has made positive newest ship, Azamara Onward,
indications about cruising’s return, including verbal which arrives next year. Around three quarters of ships efforts overseas, we’re confident
commitment to end the cruise ban on 17 Dec, no The new five-month journey in the CLIA member fleet will this can be achieved in a way
concrete decision has been made,” said Managing Carnival Cruise Line have returned to service by the that prepares us for a careful
will visit more than 40
Director Asia Pacific Adam Radwanski. countries and six continents, end of 2021, with more ships revival in local waters.
The season had been scheduled to kick off on Meanwhile, Carnival said in a travel agent and will include 22 overnight due to come online early 2022. Once the Federal Government
21 Dec with the arrival of the 596-guest Muse in update: “while we continue to make progress stays and 27 late nights in This is an excellent lifts its cruise ban, it will still take
Cairns, but mid-last month, Silversea confirmed the on our plan to return to service, there is still no port, to give cruisers the achievement so far, and the several months before health
first three departures had been cancelled. certainty when cruise departures from Australia opportunity to fully immerse key to this success has been protocols can be implemented
Radwanski said the move was necessitated “in can resume.” themselves into each close partnerships established in collaboration with state
light of ongoing ambiguity from state and federal “Carnival will resume cruising when the time destination. between cruise lines, governments and ships can be
governments on the return of cruising in Australia”. is right and will do so with enhanced health governments, health authorities returned from overseas.
Carnival’s outgoing President Sture Myrmell said measures developed in conjunction with and other stakeholders. But after months of persistent
there was no doubt Adelaide, Fremantle and Cairns government authorities, public health experts, local
Celebrity Apex is The extensive protocols lobbying efforts and ongoing
all remained important ports for visiting ships ports of call and the Cruise Lines International christened implemented through these discussions with governments
when governments allow cruising to resume in Association,” the line noted. partnerships have been shown around Australia, we now
GODMOTHER of Celebrity
Australian waters. to be successful in mitigating appear to have a light at the
Cruises’ Celebrity Apex, lawyer
“P&O Cruises Australia has prided itself on the risks of Covid-19, while also end the tunnel.
Reshma Saujani, led the ship’s
being the cruise line that has ships based from all traditional naming ceremony
mainland cities,” he said. last month.
“We are naturally disappointed our guests Bringing together more than
in Adelaide, Fremantle and Cairns will be 1,500 guests, employees,
and crew members, Celebrity HEADLINES
President & Chief Executive NOVEMBER 2021
Officer Lisa Lutoff-Perlo
and Royal Caribbean Group 10 Nov P&O cancels Adelaide, Fremantle, Cairns
President & Chief Executive 12 Nov More Carnival cancellations
Officer Richard Fain also both 18 Nov Silversea delays season
All Carnival Spendor voyages have been cancelled through to March 2022 ©Carnival Cruise Line joined Saujani for the ceremony. 23 Nov RCI returns to California
24 travelBulletin DECEMBER 2021/JANUARY 2022 travelBulletin DECEMBER 2021/JANUARY 2022 25You can also read
